Cloud Deployments
| Essential Support | |
| Documentation | ✓ |
| Support Includes |
|
| Hours of Availability1 | 8/5 (L2; L3; L4) For L1 we deliver assistance as fast as possible |
| Initial Response Times2 / Production Application Down (L1) | 4 Hr |
| Initial Response Times2 / Serious Degradation (L2) | 8 Hr |
| Initial Response Times2 / Moderate Impact (L3) | 1 Business Day |
| Initial Response Times2 / Limited Impact (L4) | 2 Business Days |
| Support Team3 | L1, L2: Advanced Team L3, L4: Select Team |
| Phone Support | Only for L 1 |
| New Features & Enhancements | ✓ |
| Price | Bundled with Free, Starter, Business, Business Plus, Ultimate plans |
1 Hours of Availability - We operate between 8am and 5pm (United Kingdom time zone).
2 Initial Response Times – EasyTaxiOffice will do its best to respond in the given response time-frames for the given severity levels. The different severity levels are:
Level 1: Production application breakdown which affects most staff and the entire business
Level 2: Errors causing the application to perform badly and lose functionality
Level 3: Issue in the application with a medium impact to the business
Level 4: Inquiry or small bug with a limited impact on your business
3 Support Team – Our Advanced Team is the highly trained engineers who are ready to diagnose issues in your environment.
Support Does Not Include:
- Customers who do not have a current maintenance agreement
- Modified EasyTaxiOffice products - where the original source code has been changed
- Integration of third-party apps and plugins
- Product training
- End of Life, Beta releases
- Help with any questions or requests related to development.
- Support for end-users
- Customer support in any language except English
Need this kind of assistance? Contact us and we will provide you with a quote for a service not included in our standard packages: Contact Us
Definition of Impact Levels
| Impact Level | Definition |
| Level 1 | Production application breakdown which affects most staff and the entire business |
| Level 2 | Errors causing the application to perform badly and lose functionality |
| Level 3 | Issue in the application with a medium impact to the business |
| Level 4 | Inquiry or small bug with a limited impact on your business |
Supported Platforms
The platforms we support are thoroughly tested and we will work to fix any problems that might arise. EasyTaxiOffice does not provide support with configuring the system in an environment that is not supported.
For more detailed information on what platforms are supported by the EasyTaxiOffice system, please visit Supported Platforms.
- EasyTaxiOffice Support is there to assist with bug reporting and issue solving
- Critical bugs are usually fixed in following maintenance releases
- Fixes for non-critical bugs will be added to the updates schedule successively
* We define Critical priority as: "Production application breakdown which affects most staff and the entire company workflow causing revenue loss." This applies to security issues as well.
See the EasyTaxiOffice bug fixing policy for more information: Bug Fixing Policy.
Eligibility and System Maintenance
System maintenance means the customers’ right to support. Terms of agreement can be found in the Cloud Terms of Service.
Support is accessible to all system admins and account holders. End-users will be redirected under the guide of a system administrator.
See the EasyTaxiOffice bug fixing policy for more information: Bug Fixing Policy.